Position Summary

This position reports to the IT Manager, this role will be responsible for providing the first level of support for any IT issues and ensuring internal resolution satisfaction.

Essential Responsibilities

• Provides analysis and technical help desk support.
• Interfaces with multiple levels of users, management, and technical staff.
• Provides a moderate level of customer service support for office automation applications, computers, laptops, and printers.
• Accurately documents and logs all help desk calls and e-mails into the current IT service management system.
• Follows up, ensuring the issue is resolved or the request is satisfied.
• User Administration. Onboarding, Offboarding.
• Account creation, profiling, and testing.
• Contributes to IT knowledge base.
• Generates and tracks purchase requests, maintenance contracts, staff data, and departmental policies and procedures.
• New PC Installations
• Patching and Networking Tasks
• Mobile Device Management
• Participates in new application testing and special projects.
• Performs other duties as assigned.

Key Performance Indicators:

First Response Time

First Call Resolution

Ticket Close Time

Ticket Churn

Wait Time

Minimum Experience and Qualifications

• One (1) year experience in an IT Help Desk environment
• Basic Knowledge of network devices setup and security.
• Basic Knowledge in configuration and administration of servers of different operating systems, such as Windows or Linux
• Bi-Lingual a plus
• Strong organizational skills
• Strong team building and interpersonal skills
• Proficient with Microsoft Office suite including Word, Excel, PowerPoint and Outlook
• Ability to work on several projects simultaneously
• Ability to work well under pressure and adapt to changing information quickly
• Ability to keep tight deadlines

Preferred Experience and Qualifications

• Microsoft Office 365
• Microsoft Azure
• AWS
• Profit Tools for Trucking
• SAP Business One
• Spiceworks
• Zendesk
• Strong analytical skills

Expectations:

Regular attendance and punctuality

Potential need to work flexible hours and be available to respond on short-notice

Well groomed and able to maintain a professional appearance

Equipment:

Computer and other office equipment

Work Environment:

Normal Office Environment

Willing to work after hours when needed

Physical Efforts:

Generally not required, or up to 10 pounds occasionally, 0 pound frequently.

Ability to sit for long periods of time frequently, stand/walk for long periods of time occasionally